The World of Culinary Supervision, Training and Management

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For sophomore/senior-level undergraduate courses in Food and Beverage; courses in all culinary arts two- and four-year degree programs; training seminars for chefs; and certification programs for the American Culinary Federation Educational Institute. This unique text gives aspiring chefs, sous chefs, chefs de cuisine, and executive chefs the necessary knowledge, skills, and attitudes required to lead, supervise and manage foodservice workers. In-depth, yet easily understood, it outlines in clear terms those elements crucial to success in today's quality driven foodservice industrydetailing the elements of supervision and total quality management. It examines all aspects of training as it affects the chef supervisor; and providing practical, step-by-step discussions on crucial management skills and functions involving a chef supervisor. This informational and educational training resource fulfills a need as chefs move from being culinarians to managers, supervisors, and trainers in the world of total quality management. It identifies those key areas that will lead qualified individuals into the chef positions of the future, and provides reasonable solutions to situations that typically evolve from them.

Jerald W. Chesser is Associate Dean and Professor at the Collins School of Hospitality Management, California State Polytechnic University - Pomona.

``Chef Talk'' Contributors

xi

Preface

xv

Part One The Chef AS Supervisor

Supervision

1

(26)

Outline

1

(1)

Objectives

2

(1)

Case Study

2

(1)

Introduction

3

(1)

Definition of Supervision

4

(1)

Attributes of the Successful Chef Supervisor

5

(1)

Chef Supervisory Role Models

6

(3)

Duties and Functions of the Chef Supervisor

9

(1)

The Chef Supervisor and Total Quality Management

10

(2)

Elements of Kitchen Supervision

12

(8)

The Concept of Authority

20

(1)

The Evolution of Supervisory Chefs

20

(3)

Conclusions

23

(1)

Summary

23

(1)

Discussion Questions

24

(1)

Notes

24

(3)

Quality, Philosophy, History, Excellence, Reengineering, and Change

27

(24)

Outline

27

(1)

Objectives

28

(1)

Case Study

28

(1)

Total Quality Management

29

(3)

The Foodservice Customer Defined

32

(1)

Deming's Principles of Quality

33

(6)

Philosophies, Concepts, and Strategies of Management

39

(1)

Scientific Management: A Historical Perspective

40

(1)

Management by Objectives

40

(2)

The Excellence Movement

42

(1)

Reengineering

43

(2)

Change

45

(3)

Conclusions

48

(1)

Summary

49

(1)

Discussion Questions

49

(1)

Notes

49

(2)

Motivation, Morale, and Strokes

51

(20)

Outline

51

(1)

Objectives

52

(1)

Case Study

52

(1)

Introduction

53

(1)

Defining Motivation

53

(2)

Theories and Motivational Philosophies

55

(4)

Morale

59

(3)

Strokes

62

(4)

Feedback

66

(1)

Conclusions

67

(1)

Summary

68

(1)

Discussion Questions

68

(1)

Notes

69

(2)

Building Teamwork in the Kitchen

71

(26)

Outline

71

(1)

Objectives

72

(1)

Case Study

73

(1)

What Is Teamwork

74

(1)

Building a Successful Kitchen Team

75

(1)

Groups and Teams

76

(1)

Developing a Kitchen Team Commitment

77

(2)

Getting It Done: Developing the Kitchen Team Project or Plan

79

(2)

Empowerment and Kitchen Teams

81

(4)

Empowerment and Job Enrichment

85

(1)

Involving the Kitchen Team

85

(5)

Improving Kitchen Teamwork

90

(1)

Interteam Dependence

91

(1)

Creating a Vision and Building a Superior Kitchen Team

92

(1)

A Great Place to Work

93

(1)

Breaking Down Barriers

93

(2)

Discussion Questions

95

(1)

Notes

95

(2)

Total Quality Respect

97

(16)

Outline

97

(1)

Objectives

97

(1)

Case Study

98

(1)

Introduction

99

(4)

Diversity

103

(2)

Harassment

105

(4)

Conclusions

109

(1)

Summary

109

(1)

Discussion Questions

110

(1)

Notes

110

(3)

Dealing with Conflict and Complaints

113

(18)

Outline

113

(1)

Objectives

114

(1)

Case Study

114

(2)

Introduction

116

(1)

Frustration

116

(1)

Complaints

117

(2)

Job Satisfaction

119

(1)

Health and Safety in the Kitchen

120

(3)

Counseling

123

(3)

Stress

126

(1)

Conclusions

127

(1)

Summary

127

(1)

Discussion Questions

128

(1)

Notes

128

(3)

The Chef as Communicator

131

(28)

Outline

131

(1)

Objectives

132

(1)

Case Study

132

(1)

Introduction

133

(2)

Elements of Communication

135

(2)

Barriers to Communication

137

(4)

Nonverbal Communication

141

(1)

Listening

142

(2)

Ways to Improve Listening Skills

144

(2)

Giving Directions

146

(1)

Leading a TQM Meeting

147

(1)

Written Communication

148

(6)

Communication via the Grapevine

154

(1)

Conclusions

155

(1)

Summary

155

(1)

Discussion Questions

156

(1)

Notes

156

(3)

The Chef as Leader

159

(26)

Outline

159

(1)

Objectives

160

(1)

Case Study

160

(1)

Introduction

161

(2)

Leadership Development

163

(5)

Trait Theories

168

(1)

Behavioral Theories

168

(2)

Leadership Styles

170

(1)

The Nature of Culinary Leadership

171

(3)

Building Leadership Self-Confidence

174

(1)

Developing Culinary Leadership

175

(3)

Humor as a Leadership Tool

178

(2)

Conclusions

180

(2)

Summary

182

(1)

Discussion Questions

182

(1)

Notes

183

(2)

Part Two The Chef as Trainer

Total Quality and Training in the Kitchen

185

(24)

Outline

185

(1)

Objectives

186

(1)

Case Study

186

(2)

Introduction

188

(1)

Total Quality Management and Training

188

(1)

A Systems Approach to Training

189

(5)

Types of Training

194

(3)

How People Learn

197

(3)

Adult Learning

200

(1)

Barriers to Learning

201

(3)

Conclusions

204

(1)

Summary

205

(1)

Discussion Questions

206

(1)

Notes

207

(2)

Preparing Training Objectives

209

(12)

Outline

209

(1)

Objectives

210

(1)

Case Study

210

(1)

Introduction

211

(1)

Definitions

211

(2)

Hierarchy of Objectives

213

(2)

Training Lesson Plans

215

(1)

Characteristics of a Training Session

216

(1)

Steps in Planning a Training Session

217

(2)

Summary

219

(1)

Discussion Questions

220

(1)

Notes

220

(1)

Understanding Instructional Delivery

221

(18)

Outline

221

(1)

Objectives

222

(1)

Case Study

222

(1)

Introduction

223

(1)

Getting Started

224

(1)

Dealing with Nervousness

225

(1)

Effective Interpersonal Communication

226

(1)

Training and Diversity

227

(2)

Trainer Styles and Attributes

229

(2)

Getting the Team Involved

231

(4)

Understanding Group Behaviors

235

(1)

Summary

236

(1)

Discussion Questions

237

(1)

Notes

238

(1)

Training Methods

239

(22)

Outline

239

(1)

Objectives

240

(1)

Case Study

240

(2)

Introduction

242

(1)

Specific Training Methods

242

(12)

Training Reinforcement

254

(2)

Negative Training Methods

256

(1)

Developing the Team Member with Potential

256

(1)

Training Evaluation

257

(2)

Summary

259

(1)

Discussion Questions

260

(1)

Notes

260

(1)

Induction and Orientation Training

261

(14)

Outline

261

(1)

Objectives

262

(1)

Case Study

262

(2)

Introduction

264

(1)

Induction Training

264

(1)

Orientation Training

265

(3)

Duration of Orientation Training

268

(1)

Communicating Induction and Orientation Training

269

(1)

Topics for Kitchen Orientation

270

(2)

Follow-Up and Evaluation

272

(1)

Summary

272

(2)

Discussion Questions

274

(1)

Notes

274

(1)

Training Media and Technology

275

(14)

Outline

275

(1)

Objectives

276

(1)

Case Study

276

(1)

Introduction

277

(2)

Computer-Generated Slides and Digital Projection

279

(1)

Overhead Projection

280

(1)

DVD, Videotape, and Film

281

(1)

Interactive Computer Training

282

(1)

Multimedia Technology

283

(1)

35-mm Slide Presentations

284

(1)

Job Aids

285

(1)

Summary

286

(1)

Discussion Questions

286

(1)

Notes

287

(2)

Training and Transactional Analysis

289

(12)

Outline

289

(1)

Objectives

290

(1)

Case Study

290

(1)

Introduction

291

(1)

Identifying Ego States

292

(3)

Crossed Transactions

295

(1)

Psychological Games

296

(3)

Summary

299

(1)

Discussion Questions

299

(1)

Notes

300

(1)

Part Three Management and Chef Supervisors

Managing and Utilizing Time

301

(12)

Outline

301

(1)

Objectives

302

(1)

Case Study

302

(1)

Introduction

303

(2)

Time Management Misconceptions

305

(1)

Choosing Priorities

306

(1)

Time Leaks

307

(1)

Time Management Skills

308

(3)

Summary

311

(1)

Discussion Questions

312

(1)

Notes

312

(1)

Recruiting and Selecting Kitchen Team Members

313

(20)

Outline

313

(1)

Objectives

314

(1)

Case Study

314

(1)

Introduction

315

(1)

Job Descriptions

316

(1)

Recruitment

317

(1)

Legal Implications

318

(2)

Screening

320

(1)

Interviewing

321

(8)

Making the Decision

329

(1)

Summary

330

(1)

Discussion Questions

331

(1)

Notes

331

(2)

Discipline and the Kitchen Team

333

(14)

Outline

333

(1)

Objectives

334

(1)

Case Study

334

(1)

Introduction

335

(1)

Chef Supervisor's Role

336

(1)

Approaches to Discipline

336

(4)

Administering Discipline

340

(3)

Approaches to Positive Discipline

343

(1)

Exit Interviews

344

(1)

Summary

345

(1)

Discussion Questions

345

(1)

Notes

346

(1)

Problem Solving and Decision Making

347

(16)

Outline

347

(1)

Objectives

348

(1)

Case Study

348

(1)

Introduction

349

(1)

The Decision-Making Process

350

(1)

Empowerment and Decision Making

351

(2)

Problems

353

(1)

The Pareto Principle

354

(3)

Rules of Problem Solving and Decision Making

357

(2)

Summary

359

(1)

Discussion Questions

360

(1)

Notes

361

(2)

Team Performance Appraisal

363

(12)

Outline

363

(1)

Objectives

364

(1)

Case Study

364

(1)

Introduction

365

(1)

Evaluating Performance

365

(2)

Methods of Evaluation

367

(1)

Appraisal Interviews

368

(3)

Compensation

371

(1)

Summary

372

(1)

Discussion Questions

372

(1)

Notes

373

(2)

Appendix A Federal Regulations and Executive Orders

375

(8)

Appendix B Glossary of Terms

383

(7)

Appendix C Bibliography

390

(6)

Index

396

Dr. Noel Cullen's first edition of this book achieved his original aim "to create an information, educational, and training resource for all culinarians." As Chef Ferdinand Metz said in the foreword to the second edition, "This book fills a void in the industry and brings the matter of supervision in the kitchen to the fore." The need for chef supervisors in the kitchen to direct, mentor, and lead staff with the same high level of expertise and professionalism that they practice in the art and science of culinary preparation has not diminished--it has grown. Twenty-first-century culinarians must prepare themselves with culinary knowledge and knowledge of supervision, training, and management. Dr. Cullen recognized this need and provided a valuable resource that would assist future culinarians in this endeavor. The importance in the kitchen of teamwork, mentoring, leadership, supervision, training, management, and a total quality focus continues unabated. Total quality in foodservice has always been and always will be achieved through teamwork driven by leadership, management, supervision, and training. This third edition continues Dr. Cullen's foresight in using the principles of total quality management as the foundation for culinary supervision, training, and management. It has been enhanced with updated information, expanded discussions of topics including leadership, diversity, and training technology, and case studies to assist the reader in understanding and applying the information. My appreciation goes out to Keith E. Gardiner of Guilford Technical Community College and John Britto of San Joaquin Delta College for their review of the manuscript. Supplemental materials have been expanded to include an instructor's manual, PowerPoint slides, and a test bank. Jerald W. Chesser, EdD, CEC, FMP, CEC